Hilti New Zealand Ltd Auckland Store

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Reviews

1. Sam Pemberton ★☆☆☆☆

   Terrible to deal with, constantly sent invoices for unapproved, unquoted repairs that exceeded the cost of the tools. Used to be our favourite supplier now by far the worst.

   1 year ago
2. TYLER CHASE ★☆☆☆☆

   Awful service, and communication. Once I inquired about the calibration quote and I called to confirm the amount of 146 would be the max amount to be paid in full and that the calibration could be less, I agreed and sent it off. Once they received the laser level, they calibrated and sent me a bill for 198. After calling and I was told that the technician would call me back numerous times, nothing , no email or call from the tech to explain the ridiculous fees added afterwards. Not a proper way to do business.

   1 year ago
3. Reck Diogo ★★★★★

   Tam, you are a legend. We really liked our demo, presentation and communication. Great customer service overall. Our team is very happy with the tools. We'll be working faster, safer and better, and you helped us achieve that.

   1 year ago

1. Brayden Aspden ★☆☆☆☆

   The service our company has experienced with your team is the worst in the 10 years iv have been in business. We have been provided 3 different quote prices in three days for the service of a laser, no one can even recall any emails i have been sent or tell me the statues of our repair. the customer care team just says everything is in writing, but cannot recall the emails i have been sent. No updates as to what is happening, I'm now told they have to order in parts and its basically tough, this is how they deal with everyone. Its your problem sir read your emails was communicated and i have called there team 3 times a day since Monday. We paid the repair costs in full yesterday then received another quote for an additional $274 and im told repairs still haven't been started. Last Friday we where told the tool would be ready Monday. Your team couldn't care less about getting back to us its very frustrating if we could go to another company we defiantly would.

   almost 2 years ago
2. Jon Brown ★☆☆☆☆

   Terrible service, don't buy their tools. This is call center service where they block you from speaking to an industry quality staff member or management. My top of the line laser broke after minimal use, dropped it in for repair now it is stuck there and nobody will contract me.

   almost 2 years ago
3. pigeon pecker ★☆☆☆☆

   It pains me to say it but Hilti have gone down massively in my expectations. Once renowned to be top shelf they are definitely not to that standard anymore. Absolute poor customer service, rude and unhelpful. Being left on hold but you can still hear the operators personal stories to another colleague. Outrageous costs for 'parts'. Major parts needed for tools not that old or not that worn. Have to take what they say on face value as they don't give you a report of what the issue is when asked, very basic customer service is non existent. Even local Reps can't be bothered unless your spending big $$$ with them. Definitely won't be using them again and will not recommend their products to others.

   almost 2 years ago

1. Michael Emich ★☆☆☆☆

   I am very disappointed with the service of this company. They are starting to dishonor their promise of their 20 year service period on their tools. Instead greedy sales representatives move in and always drama, drama and more drama on the phone. So why spend the extra $ for supposedly good service if you are left alone when you need it the most. After sending my impact driver for a service in, the reply was: "Our repair center informed me that we don’t repair this specific tool" ( 12V impact driver) and I am serious!!! here is 20% off a new one (billed me 236$) compared to 50$ with the 30% cost limit. I remember when I bought it a couple of years ago a 20 Year ! service period was advertised all over the web site. Just 16years to go... A promise is a promise and a Gentleman keeps his word.

   almost 4 years ago
2. Dianne Lyndon ★☆☆☆☆

   I find this company very hard to deal with. You phone and you go straight to answer service and stay on hold too long for a customer I think to have to wait - message keeps saying your call is important to us - really!!! I ordered some goods and paid for them. Got a call today to say arrived and ready for pick up. I sent our lady down to collect and then she is asked for a proof of payment! -- God Sakes Hilti I paid via internet the day before - actually paid too much due to miscommunication your end with a staff member. I told her that I need a refund - not quick to do this as nothing showing in bank account yet? Adding to this I asked the goods to be delivered to Penrose. Our lady has now phoned to say they are not at Penrose as this is where I sent her. Why the hell did you phone this morning to say they are ready for collection and they are not there! Apparently at another site - my god this only gets worse.......

   almost 5 years ago
3. Ben Fernmoor ★★★☆☆

   Hilti had to send my order in 2 parts. 1st part arrived ok, 2nd part disappeared but was marked on my account order history as fully delivered. I made 3 calls to track down this item, each time someone told me they would call me back, and didnt. I appreciate the courier is often to blame for these errors - this happens all the time, but customers expect the originating company to track and follow up on delivery failures. I finally had the item cost re credited to my account. Hilti apologized for the problem but that still left me without the goods. After reading this review the marketing manager rang me and got the item delivered that same day at no charge. He too apologized. Its always better to keep a customer than to find a new one and so I cant fault Hilti's service recovery - it's a shame it took the intervention of senior management to get this resolved though. I'll give Hilti another try - maybe I was unlucky with my first order?

   more 7 years ago

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